Customer Service Representative II

AAA United States Inc•Grand Prairie, TX

About The Position

AAA United States, Inc. has partnered with a company in Grand Prairie, TX that is an international pioneer in the aerospace industry. They are a leader in designing, manufacturing and delivering aerospace products, services and solutions to customers on a global scale. A commercial aircraft manufacturer, with Space and Defense as well as Helicopters Divisions, they are the largest aeronautics and space company in Europe and a worldwide leader. The Customer Service Representative II responsible for acting as the main liaison between customers (operators, MROs, fleet managers) and the customer for after-sales support, including spares parts, services, rentals/exchanges, and warranty claims.

Requirements

Be a high school graduate or equivalent
Minimum five (5) years’ experience in logistics, technical, or customer support areas
---OR---
A minimum of three (3) year experience at Airbus in a position working with aviation parts.
Strong Microsoft Office or Google Workplace skills
SAP (or other ERP System Knowledge)

Nice To Haves

Associates degree or equivalent work experience
2 years SAP experience (preferably in Sales & Distribution (SD), Customer Service (CS) or Procurement)
Six Sigma
A&P License may be substituted for 2 years of experience
Software solutions; Hyperion, WebTEK, Airbus World

Responsibilities

Initiate and be held accountable for Problem Resolution: Provide end-to-end resolution of Complex orders and complex customer concerns.
Management of Complex Orders with High Accuracy
Tool Rentals
Exchange Orders
Component Rentals
PBH Order Management
Initiate GSC (Global Supply Chain) Orders to support return to service initiatives
Interfaces with Procurement department to expedite orders with suppliers
Provisioning of sourcing recommendations and alternatives
Provide Customer Quotations with a high level of accuracy
Sell and promote items identified as part of promotional programs and work closely with customers to establish additional sales opportunities.
Locate and track logistics details in order to share with customers to support return to service efforts
Create internal cases in Salesforce for expedited order logistics and customer communication
Build a positive rapport and relationship with every customer, constantly soliciting ways to improve customer support or increased sales
Recommend priority and freight options to customers as needed to ensure delivery on time.
Interface with Technical Support
Initiate Problem Resolution discussion with on-site or regional Technical Representative
Liaise with Customer Logistics Manager (CLM) and Customer Support Manager (CSM) for escalation
Create and manage internal cases in Salesforce for expedited order logistics and customer communication
Includes regular collaboration with Customer Logistics Manager, AOG Teams at AHI and AOG Managers at logistics hub at AH France
Provide customers order status as requested, and coordinate with the warehouse and shipping when required
Source document research in Airbus’ Quality System - On Base - for Quality issue resolution
Initiate Corrective Action Requests (CARS) for Customer Compliant management and resolution
Analyze and monitor customer sales activity for trends and update management accordingly.
Daily management of ZSDTRP report
Prepare and distribute customer activity reports